DEN 4464 Week 10-12 Lecture Notes PDF

**OFFICE PUBLICATIONS AND MARKETING AND USING SOCIAL MEDIA RESPONSIBLY** ======================================================================== DEN4464 ------- MARKETING ========= - The development and implementation of plans to disseminate healthcare information to promote the purchase of or...

**OFFICE PUBLICATIONS AND MARKETING AND USING SOCIAL MEDIA RESPONSIBLY** ======================================================================== DEN4464 ------- MARKETING ========= - The development and implementation of plans to disseminate healthcare information to promote the purchase of oral healthcare service & products ----------------------------------------------------------------------------------------------------------------------------------------------- - GOOD MARKETING focuses on telling clients about products and services, not selling them --------------------------------------------------------------------------------------- - MARKETING PLAN -------------- - ### Outlines target audience - ### Actions to take - ### Timelines for completion - ### Promotional activities - ### Evaluation of activities and results MARKETING ========= INTERNAL -------- - Promotes office to potential prospects within the practice ---------------------------------------------------------- - Activities designed to satisfy existing patients' needs/wants ------------------------------------------------------------- - Post-operative telephone call to check on a patient --------------------------------------------------- - Sending a card to patients to recognize a major event or milestone ------------------------------------------------------------------ EXTERNAL -------- - Promotes practice to potential prospects outside the practice ------------------------------------------------------------- - Increase client base (& revenue) -------------------------------- - Public sponsorships of events, education increases awareness ------------------------------------------------------------ - Distribute information, cards to encourage and promote new business ------------------------------------------------------------------- Image is everything =================== - FIRST IMPRESSIONS!! ------------------- - Attention to detail is important -------------------------------- - Reception area is important -- appearance and feel -------------------------------------------------- - Up-to-date magazines -------------------- - Staff credentials & certificates -------------------------------- - Want to create a credible and trustworthy impression ---------------------------------------------------- - Make clients feel as though have exceeded their expectations ------------------------------------------------------------ Office publications =================== - Extension of PR and Marketing activities ---------------------------------------- - Use to project a positive image to the public at large ------------------------------------------------------ - May be graphic, audiovisual, written or oral, in nature ------------------------------------------------------- - Use publications to disseminate specific information and promote the practice ----------------------------------------------------------------------------- - \*\*Must adhere to specific regulations regarding PR -- penalties may include public reprimand, monetary fines, other disciplinary actions ------------------------------------------------------------------------------------------------------------------------------------------ - (When in doubt, check with your College) ---------------------------------------- CDHO Advertising Guideline ========================== [hCDHO Advertising Guideline] ----------------------------------------- **MARKETING** ============= ADVERTISING ----------- - Broadcast -- radio, cable, internet, blogs, websites ---------------------------------------------------- - Print -- newspapers, journals, newsletter, yellow pages ------------------------------------------------------- - Social media -- Facebook, Twitter, Instagram, you tube ------------------------------------------------------ - Welcome wagon -- targets new residents in area ---------------------------------------------- ARTICLES -------- - Written material in educational and editorial format ---------------------------------------------------- - On a specific topic of interest ------------------------------- - Inclusion in journals, newspapers, magazines -------------------------------------------- NEWS RELEASES ------------- - Could be used to recognize or promote staff member or make an announcement -------------------------------------------------------------------------- - Usually sent to newspapers, television/radio stations ----------------------------------------------------- **MARKETING** ============= NEWSLETTERS ----------- - Disseminate information to clients and public about the practice, what's new etc. --------------------------------------------------------------------------------- - Can be sent by snail or email ----------------------------- DIRECT MAIL ----------- - Brochures, flyers, postcards mailed to specific areas ----------------------------------------------------- - Targets consumers directly -------------------------- - Organized campaign of monthly mailings -------------------------------------- PUBLIC SERVICE ANNOUNCEMENTS (PSAs) ----------------------------------- - Statements pertaining to a single topic and broadcast to media -------------------------------------------------------------- - Dental -- oral cancer awareness, mouthguards for sports, oral health and pregnancy ---------------------------------------------------------------------------------- **MARKETING** ============= SIGNAGE ------- - Promotes business by reaching consumers where they live, work, shop ------------------------------------------------------------------- - Billboards, wallscapes, bus, airport and taxi advertising --------------------------------------------------------- - Signs can be portable, neon, outdoor-lighted, vinyl banners ----------------------------------------------------------- PRESENTATIONS ------------- - Delivered to different audience to advise, provide information, instruct and demonstrate ---------------------------------------------------------------------------------------- - Can target -- dental meetings, special interest groups, organizations --------------------------------------------------------------------- - Q&A period after is helpful to provide more information and promote the practice -------------------------------------------------------------------------------- NETWORKING ---------- - Reaching out to your contacts for advice, support and keeping them apprised of your activities ---------------------------------------------------------------------------------------------- - Can be personal, career or business networks -------------------------------------------- **USING SOCIAL MEDIA RESPONSIBLY** ================================== Using Social Media to Market Dental/Dental Hygiene Practices ============================================================ 1. Build Awareness ------------------ 2. Generate Referrals --------------------- 3. Drive Traffic to your Site ----------------------------- 4. Get to Know your Audience ---------------------------- Ten Challenges of Using Social Media in Healthcare ================================================== - Responding to Negative Reviews in Social Media Platforms -------------------------------------------------------- - Managing Social Media Content ----------------------------- - PHIPA Compliance ---------------- - Reputational Damage ------------------- - Time Consuming -------------- - Low-quality Information ----------------------- - Organization Policies --------------------- - Saturation ---------- - Ignorance of Potential Risks ---------------------------- - Lack of Client Confidentiality and Client Privacy ------------------------------------------------- [How to Use Social Media in Healthcare: Examples + Tips] -------------------------------------------------------------------- **Nurse - Facebook** ==================== [Saskatchewan Nurse - Facebook Post] ------------------------------------------------ **Dalhousie -- Gentlemen's FB group** ===================================== [Dalhousie - Dental School - Class 2015] ---------------------------------------------------- Social Media Etiquette - Social Media and the Dental Hygienist ============================================================== [Social Media Etiquette] ------------------------------------ Pages 12-14 ----------- **Food for Thought....** ======================== - [14 Canadians who were Fired for Social Media Posts] ---------------------------------------------------------------- - [Snapchat] ---------------------- - [You Said It: Did the Toronto Firefighters Deserve to be Fired for Sexist Social Media Posts?] ---------------------------------------------------------------------------------------------------------- - [The Danger of Social Media for Healthcare Professionals] --------------------------------------------------------------------- - Guideline: Advertising - DEFINITION OF ADVERTISING - Advertising is defined as any form of communication to current or potential clients in which a registrant is - promoting her/his dental hygiene practice/business. This includes, but is not limited to, information posted on - websites, pamphlets, promotional signs, flyers, newspaper articles or advertisements and the use of social - media sites such as Facebook and Twitter. It is professional misconduct to advertise or to permit advertising - with respect to a registrant's practice that is in contravention of the regulations. - GENERAL PRINCIPLES OF ADVERTISING - The principles outlined in the Advertising regulations require advertising to be readily comprehensible to the - person to whom it is directed and prohibit any advertisement that - may be false or misleading; - cannot be verified; or - includes: - --- an endorsement other than an endorsement by an organization that is known to have expertise - relevant to the subject matter of the endorsement; - --- a testimonial by a client, former client, friend or relative of a client or former client; or - --- a reference to a drug used to provide health services. - In addition to adhering to the Advertising regulations, a registrant must ensure that any information being - advertised or the medium used to advertise her/his dental hygiene practice/business is not contrary to the - conflict of interest regulations. Paying for a referral of a client is always a conflict of interest. For example, - it would be contrary to the regulations to use an agency, e.g. Groupon, WagJag, etc., to promote a dental - hygiene practice or sell coupons to attend the practice if the agency is receiving a share of the cost of - the coupon. - When a registrant is not the business owner or the party responsible for publishing the final - advertisement, s/he is still accountable to the CDHO for ensuring that an advertisement relating to, - or directed at dental hygiene services available from the business is appropriate and not contrary to - the CDHO regulations. In the event of concerns respecting advertisements, registrants are strongly - encouraged to contact a CDHO Practice Advisor to address their concerns. - **1**ADVERTISING - GUIDELINES - Do not use business/practice names that may be offensive or appear to be demeaning to others. - Business names should be tasteful, reflect professionalism and not imply that one registrant is superior - to another. Business names are subject to the same regulations and guidelines as advertisements, and - may be subject to review by the College. - Avoid the use of words that are subjective as they may lead to misunderstandings, e.g. "gentle" - , - "affordable" - , - "relaxed" - "comfortable" - , -. - Be factual if making cost comparisons and support your statement. Be sure to include the cost of the - entire service, including any additional services or products associated with the product or service - whose price you are advertising. - For clients whose treatment is paid for in whole or in part by a third party, do not charge them a - different fee than clients who pay for the treatment themselves. Offering a discount may be - acceptable if the discount is applied to all qualifying clients (not just those who do not have insurance) - and the required co-payment is not compromised. Individual reductions for persons in need are - permitted as long as one is not systematically charging insured clients more. - Do not include statements that would make it appear that you are superior to other oral health - professionals. - Do not make derogatory or demeaning statements about another health professional or client. - Do not provide inducements to new clients (e.g., free tooth whitening kit) as that may promote - unnecessary services or the disruption of continuity of care. Even freebies for existing clients, beyond - the trivial (e.g., the traditional free toothbrush), are of concern. For example, offering movie passes or - gift cards to clients would be inappropriate. - Do not offer, make or confer a rebate, credit or other benefit to a client with respect to a service where - the service is paid in whole or in part by a third party, other than the provision to a client, at no charge, - of a product of nominal value (maximum of \$20) to be used in the maintaining or promoting of well- - being or oral health. - Do not offer loyalty programs, points or credits for dental hygiene services. - Do not endorse products and/or reference drugs within the advertisement. - Do not guarantee treatment outcomes, e.g. "tooth whitening -- 20 shades brighter", as the advertised - treatment may not be suitable for all clients and may in fact be contraindicated or unnecessary. All - services should reflect individualized client care. Any photographic comparisons of "before and after" - results must be accompanied by a clearly visible disclaimer that the results are not typical. - Do not advertise services that are not within the scope of dental hygiene, e.g. promoting or advising on - nutritional supplements. - Avoid the use of the term "dental examination", unless there is a dentist onsite, as this could imply that - you will provide a caries diagnosis. "New Client Dental Hygiene Examination" or "Oral Dental Hygiene - Assessment" would be acceptable terms to use. - In all professional advertisements, you can only use the name with which you are registered with - the CDHO. - **2**ADVERTISING - Do not use the CDHO's logo in your advertising. - Do not advertise "treatment packages" unless the treatment included is clearly defined, e.g. the - maximum units of treatment that will be provided before additional costs are incurred. "Treatment - packages" should also be accompanied by a disclaimer which states that treatment is subject to - individualized client care. - Do not reference areas of "specialty", e.g. specializing in the treatment of children. Currently, the only - area of specialization with CDHO registration is restorative dental hygiene, which is a class of - certificate with specific registration requirements. - Registrants are expec ted to ensure that advertisements respecting their dental hygiene services comply - with the CDHO regulations. -------------------------- Resources ========= - Finkbeiner, B. L. & Finkbeiner, C.A. (2020). *Practice Management for the Dental Team,* 9^th^ Edition*.* Elsevier. ------------------------------------------------------------------------------------------------------------------ **Accounting Credit and Collections** ===================================== DEN4464 ------- **Accounting** ============== **If you know how your boss is thinking about the business, you are in a better position to achieve those goals and be compensated fairly for your contributions to the overall practice production.** ====================================================================================================================================================================================================== **How to maximize your practice profitability** =============================================== **revenue - expenses = practice profit. ** ------------------------------------------ ** ** ----- **revenue = \# of patients seen X \# of procedures per patient X fee per procedure** ------------------------------------------------------------------------------------ ** ** ----- **expenses = variable expenses + fixed expenses** ------------------------------------------------- ** ** ----- - ***variable* expenses are costs that correlate with the amount of work done** ----------------------------------------------------------------------------- **\-- supplies, lab, and associate or contract labor** ------------------------------------------------------ - ***fixed* expenses are costs that you cannot change quickly** ------------------------------------------------------------- **\-- employee expenses, facilities, and insurance.** ----------------------------------------------------- REVENUE THOUGHTS ================ - Should you raise fees, or is it more profitable to lower them? -------------------------------------------------------------- - One way to increase revenue is to increase the number of services you provide for your existing patients. Are you presenting all the treatment they really need, or are you holding back for fear of overwhelming them or assuming they cannot afford treatment? Do you diagnose and present treatment based on their insurance coverage or their true needs? Are you addressing their periodontal and occlusal issues, or are you letting them ride for a while? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- REVENUE THOUGHTS con't ====================== - Is your treatment acceptance rate good, or could it use a little improvement? If you are not currently using digital intraoral and extraoral cameras in your diagnosis and treatment planning, this would be a great investment. When patients can see what you see, they truly start to understand their problems, and most patients will ask for the needed treatment. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ - Are there services you are now referring out that could be done in-house, \... ------------------------------------------------------------------------------ EXPENSE THOUGHTS ================ - Dentists are often tempted to find ways to cut expenses, reduce employees, or use cheaper supplies. Although it is always important to run a lean practice, cutting expenses is not generally the way to increase practice net income over time. Take supplies, for example\... Long term, you cannot save your way to prosperity by simply cutting expenses. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - A similar temptation may be to reduce the number of hygiene days in the practice. **Again, remember that about 60% of the doctor production comes from the hygiene area. Do everything you can to keep the hygiene department strong and productive.** Take the extra time to build and reinforce the value of the preventive care appointments for your patients. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **Manage time and worry less about variable expenses (DE Nov 2016)** ===================================================================== **Of all your expenses, which one should be your greatest concern?** Is it facility costs, staff salaries and benefits, equipment, lab costs, or continuing education? The correct answer is none of these. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Your most important expense is time. \... -----------------------------------------   - If you do not know how much it costs to operate your practice by time increments (half hour, hour, etc.), you should. The theory subscribed to by many dentists is that cutting expenses is the best way to increase profitability, and it\'s simply false. Increasing your production in less time-and \... is the best way to increase your profitability. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------   - Let\'s look at some examples. -----------------------------   - Even practices that have computer-generated scheduling technology still schedule most dental care procedures in either 30- or 60-minute increments. \... If a hygienist\'s average production per hour is \$100, wasting 90 minutes per day means lost production of over \$36,000 per year. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Dental Offices -- Service Industry ================================== **What Are Receivables** ======================== Accounts Receivable (A/R) ========================= Management of production fees owed to the business, payments received, all unpaid monies due to the office \[is accounts receivable\] ------------------------------------------------------------------------------------------------------------------------------------- - **Manual & computer software tracks transaction postings** ---------------------------------------------------------- - ### Documents exchange of goods/services - ### Informs patients of financial obligation to practice - ### Practice can track income generated and monies collected/outstanding - **Computer software enables** ----------------------------- - Routing slips, walk-out statements (document daily services rendered) --------------------------------------------------------------------- One-Write Ledger System ======================= Manual -- uses a peg board and carbon forms = ONE WRITE ------------------------------------------------------- - Records info on 4 forms at same time ------------------------------------ ### 1.Day or journal sheet ### 2.Ledger card (usually 1per family or account) ### 3.Charge slip ### 4.Receipt form Billing Statements ================== - Usually done monthly -------------------- - Can customize the message on the bottom of the statement to let client know overdue status, greeting, forms of payment accepted etc. ------------------------------------------------------------------------------------------------------------------------------------ - May include a letter giving client written notice of past due account --------------------------------------------------------------------- - Typically sent same day of the month each month ----------------------------------------------- **How to Manage Receivables** ============================= **What Are Payables** ===================== Accounts Payable (A/P) ====================== ### Management of cash and cheque disbursements from the practice - Related to supplies, payroll and overhead expenses -------------------------------------------------- - All documented -- ability to track how \$\$ is spent from the office -------------------------------------------------------------------- - A/P system includes: cheques, disbursement journal (including monthly summary), ledger sheets/cards --------------------------------------------------------------------------------------------------- - Software -- Quickbooks ---------------------- - Debit/Credit card machines (Moneris machines) --------------------------------------------- Accounts Payable Strategies =========================== - Have a realistic budget of expenses in mind ------------------------------------------- - Pay suppliers by cheque or credit card -------------------------------------- - Assign 1 individual to order (and pay for supplies) --------------------------------------------------- - Pay invoices at a regular frequency or set time of month consistently each month -------------------------------------------------------------------------------- - Separate outstanding invoices from main vendor files ---------------------------------------------------- **How to Manage Payables** ========================== **Petty Cash** ============== Petty Cash ========== - Cash transactions for goods and services of smaller amounts (give pts change, buy postage, small sundry/supply items, coffee run etc.) -------------------------------------------------------------------------------------------------------------------------------------- - Usually\~\$50-100 in small bills and change ------------------------------------------- - Ideally, proper tracking of transactions in journal of opening balance and disbursements from petty cash -------------------------------------------------------------------------------------------------------- - Note following on petty cash voucher: ------------------------------------- - ### Date, what was bought, amount and tax paid, signature of person who paid and signature of person in charge of petty cash - ### **NOT** an "IOU" system for employees!!!! Embezzlement ============ - The fraudulent appropriation of funds or property entrusted to your care but owned by someone else. --------------------------------------------------------------------------------------------------- **Embezzlement** ================ **How to Stop** =============== **Embezzlement Statistics** =========================== Reflect ======= Working In Groups: ------------------ - ### Why would staff embezzle funds from the office? - ### How could embezzlement occur in a dental/hygiene practice? - ### What steps can be taken to prevent embezzlement within the practice? Internal office controls ======================== Internal office controls (con't) ================================ - Before signing cheques, review necessary supporting documents (invoices, packing slips, etc.) --------------------------------------------------------------------------------------------- - Stamp invoices PAID -- avoid paying twice ----------------------------------------- - Review cheque register -- unusual suppliers, payments, amounts?? ---------------------------------------------------------------- - Reconcile bank account monthly ------------------------------ - Review all write-offs and credits to patient accounts on monthly basis -- deters stolen amounts from patient write-offs ----------------------------------------------------------------------------------------------------------------------- **Credit and collections** ========================== Credit and collections ====================== **CREDIT:** ----------- - Extension of payment for goods & services rendered based on the good manner in which a client conducts his personal finances ---------------------------------------------------------------------------------------------------------------------------- **CREDITOR:** ------------- - Gives customers right to defer payment for purchased goods & services --------------------------------------------------------------------- - Report their customers' business transactions & payment deferrals to financial institutions (CREDIT BUREAUS) and generate a CREDIT REPORT ----------------------------------------------------------------------------------------------------------------------------------------- - Credit report -- help staff assess client's risk of non-payment --------------------------------------------------------------- - Non-payment of account results in COLLECTIONS --------------------------------------------- **COLLECTIONS:** ---------------- - Series of activities undertaken to obtain payment of monies owed ---------------------------------------------------------------- Credit ====== - Unusual for a dental practice to extend credit to its clients ------------------------------------------------------------- - → Lending institutions, banks, credit companies ----------------------------------------------- **FINANCIAL ARRANGEMENTS:** --------------------------- - After explaining dental needs -- creating value -- consider \$\$ arrangements ----------------------------------------------------------------------------- - Payment plan should consider: ----------------------------- - ### Treatment required - ### \# of appointments - ### Method of payment - ### \# of payments and how/when they will be charged or made - **\*Should clear the balance as quickly as possible\*** ------------------------------------------------------- Reflect ======= - What kinds of circumstances would lead you to think a client is a credit risk? ------------------------------------------------------------------------------ - How can you mitigate credit risks? ---------------------------------- - Dental Financing??? ------------------- - ### Find companies that office this service. What kind of offers to do they have available for clients? Payment Options =============== - Allow patients to pay accounts to clear account balance ------------------------------------------------------- - Usually, predetermined amount at a pre-defined interval ------------------------------------------------------- - Should be a part of the office manual and clearly defined --------------------------------------------------------- - ### Payment plan in 2 or 3 instalments - ### PD cheques - ### Pre-authorized credit card payments - ### 3rd party payment plans (Bank, Line Of Credit, etc.) Paying -- Day of Service ======================== - Payment is made when service is rendered in acceptable forms (chq, Visa, MC, cash) ---------------------------------------------------------------------------------- - **ADVANTAGES:** --------------- - ### Low A/R - ### Less hassle chasing people for \$\$ - ### Fewer statements mailed out Collections =========== - Should be outlined in office policy and manual ---------------------------------------------- - Usually Inform client of outstanding balance -- send statement -------------------------------------------------------------- - Follow up letter with statement if still overdue ------------------------------------------------ **\*If no response after letters have been sent or calls have been made....** ----------------------------------------------------------------------------- - COLLECTIONS? ------------ - DOCUMENT!!!!! ------------- Reflect ======= - Formulate a strategy for collecting outstanding monies owed to your practice ---------------------------------------------------------------------------- - Collection agencies and what do they charge?? --------------------------------------------- Resources ========= - Finkbeiner, B. L. & Finkbeiner, C.A. (2020). *Practice Management for the Dental Team,* 9^th^ Edition*.* Elsevier. ------------------------------------------------------------------------------------------------------------------ Resumes, Interviews, Payroll, Termination ========================================= DEN4464 ------- Resume ====== [7 tips to make your hygiene resume stand out] ---------------------------------------------------------- Prepare for the Interview ========================= - The key to a successful interview is preparation. ------------------------------------------------- - Arriving for an interview unprepared is the equivalent to treating a dental client prior to setting up the operatory. --------------------------------------------------------------------------------------------------------------------- - Research prior to the interview demonstrates self-motivation and initiative. ---------------------------------------------------------------------------- Professional Attire =================== - Good grooming indicates attention to detail and a respect for others. --------------------------------------------------------------------- - Interview attire should follow a conservative standard. ------------------------------------------------------- - Conservative: ------------- - ### Hair - ### Makeup - ### Suit - ### Shoes The Interview ============= - Plan to arrive 10 to 15 minutes prior to your appointment. ---------------------------------------------------------- - **Arriving late for an interview is a sure way to sabotage your chances of getting hired.** ------------------------------------------------------------------------------------------- - When it is time to meet the interviewer, introduce yourself using your first and last name. ------------------------------------------------------------------------------------------- - Be ready to shake his or her hand. ---------------------------------- The Interview ============= - Communicate your skills, knowledge, and accomplishments to showcase yourself. ----------------------------------------------------------------------------- - Build rapport with the interviewer. Have a positive attitude - the right attitude can determine a successful outcome. --------------------------------------------------------------------------------------------------------------------- Interview Questions =================== - 1. Why did you leave (or are you leaving) your last job? -------------------------------------------------------- - 2. What's your biggest weakness? -------------------------------- - 3. Why should we hire you? -------------------------- - 4. How do you handle a situation where a client is not satisfied? ----------------------------------------------------------------- More Questions to Consider ========================== - 1. Why did you choose dental hygiene as a career? ------------------------------------------------- - 2. What have you done since you graduated to improve your skills and knowledge? ------------------------------------------------------------------------------- - 3. What sets you apart from the other applicants? ------------------------------------------------- - 4. What do you know about our office? ------------------------------------- More Questions to Consider ========================== - What do you dislike about dental hygiene? ----------------------------------------- - How do you cope when you feel pressure or stress? ------------------------------------------------- - Clients can sometimes be uncooperative during treatment. Describe a time when this occurred with you and how did you resolve it and what was the outcome? --------------------------------------------------------------------------------------------------------------------------------------------------------- More Questions to Consider ========================== - Have you ever disagreed with a DDS regarding treatment? How did you handle the issue and what was the outcome? -------------------------------------------------------------------------------------------------------------- - Explain to me how you would describe the periodontal disease process to a client. --------------------------------------------------------------------------------- - Explain to me how you would describe the caries process to a client. -------------------------------------------------------------------- One more.... ============ - How much would you like to be compensated? ------------------------------------------ Questions at the end???? ======================== - Typically, near the conclusion of the interview, you will have a chance to ask questions. It is imperative that you be ready when this opportunity arises. ---------------------------------------------------------------------------------------------------------------------------------------------------------- - Your questions demonstrate that you are a person who gathers information before making a decision and that you were paying attention during the interview. ---------------------------------------------------------------------------------------------------------------------------------------------------------- What questions do you have for me? ================================== Too many job seekers use this as an opportunity to focus completely on the what's-in-it-for-me (salary, benefits, etc.). ------------------------------------------------------------------------------------------------------------------------ The Interview ============= [Job Interview TIps] -------------------------------- The "not so good" Interview =========================== [Do Not Do This] ---------------------------- Performance Reviews =================== When a dentist knows how to execute an employee performance review, it can become a powerful leadership tool for the dentist, as well as a learning experience for the employee. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Performance Reviews =================== - Time & Place ------------ - Have the Employees Review Themselves ------------------------------------ - Taking Performance to the Next Level ------------------------------------ - Set Standards ------------- - Documentation ------------- Performance Reviews =================== - The review is successful when both the DDS and employee leave the meeting believing that a new level of communication and trust has been established and that the employee's performance will improve. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ - The fundamental purpose of a performance review is to improve the employee's performance, which will lead to a better functioning dental team, decreased stress and increased profits ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Payroll and Taxation ==================== Ways to be compensated ====================== Hourly Wage (\$/hour) --------------------- Commission (% of daily production) ---------------------------------- Salary (\$/day, week, month) ---------------------------- Per Diem (\$/day) ----------------- Bonus Incentives ================ - Some dental practices use staff bonus incentives to motivate employees to perform better. ----------------------------------------------------------------------------------------- Myth No. 1 - Bonuses always motivate ==================================== - ### A DDS decides to start a bonus program based on the attainment of several goals: #### 1. number of new patients #### 2. collections at or exceeding 98 percent of production #### 3. production more than \$50,000 per month. #### #### **Any bonus incentive must be achievable to be a motivator. Bonus goals have to be re-evaluated and adjusted, either up or down, to be a continual motivator.** Myth No. 2 - Extra pay for extra work ===================================== - Often the DDS will do extra procedures that are not scheduled. -------------------------------------------------------------- - This causes him to work into lunch and past quitting time on a daily basis. --------------------------------------------------------------------------- - His staff members complain about not getting a full lunch, and staff turnover is high. -------------------------------------------------------------------------------------- - He thinks if he pays his staff members a bonus, they will quit complaining. --------------------------------------------------------------------------- Myth No. 3 - Staff won't expect the bonus because it has to be earned each month ================================================================================ - At East Gate Dental during the past 12 months, the bonus has been attained nine months. --------------------------------------------------------------------------------------- - Staff members were disappointed the months they didn't get their bonuses and chided the business assistant for not scheduling better. ------------------------------------------------------------------------------------------------------------------------------------- Myth No. 4 - If I have a bonus plan, I won't have to worry about raises ======================================================================= - Dr. Davis was tired of giving raises, so he implemented a bonus system. ----------------------------------------------------------------------- - This way, every time there was a fee increase, the staff members got an increase in their bonuses. -------------------------------------------------------------------------------------------------- - He paid a minimal base pay and a bonus based on collections. ------------------------------------------------------------ - The bonus was structured so that staff members got a bonus each month, but the amount varied. --------------------------------------------------------------------------------------------- Downside of Bonus Systems ========================= - Bonuses do not compensate for poor schedule control. ---------------------------------------------------- - Staff members come to expect the bonus. --------------------------------------- - Bonus incentives should not be a way to prop up weak base pay. -------------------------------------------------------------- - Some DDS become unhappy when the financial impact of a bonus system becomes a reality. -------------------------------------------------------------------------------------- - When production, collections, or both are part of the bonus formula, scheduling coordinators may delay certain procedures or delay posting payments to the next month if the goal has been met ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Upside of a Bonus System ======================== - Cause employees to police themselves and work for the common good. Slackers are not tolerated. ---------------------------------------------------------------------------------------------- - Bring immediate gratification for hard work. -------------------------------------------- - Ease difficulty in establishing raises each year. ------------------------------------------------- - Keep the schedule full. ----------------------- Bonus System Fundamentals ========================= - the bonus MUST be attainable ---------------------------- - the bonus MUST be fair ---------------------- - the bonus MUST be understandable and simple ------------------------------------------- - ***the reason for having the bonus allows staff members to share the wealth when a practice is financially healthy, since they are such an integral part of a practice's success***. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Voluntary and Involuntary Termination ===================================== Termination of Employment ========================= - In most cases, when an employer ends the employment of an employee who has been continuously employed for three months, the employer must provide the employee with either -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - written notice of termination, ------------------------------ - termination pay or ------------------ - a combination (as long as the notice and the number of weeks of termination pay together equal the length of notice the employee is entitled to receive). --------------------------------------------------------------------------------------------------------------------------------------------------------- Written Notice of Termination and Termination Pay ================================================= - Under the ESA: -------------- - an employer can terminate the employment of an employee who has been employed continuously for three months or more if the employer has given the employee proper written notice of termination and the notice period has expired; ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - or -- - an employer can terminate the employment of an employee without written notice or with less notice than is required if the employer pays termination pay to the employee. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Written Notice of Termination ============================= Termination Pay =============== - An employee who does not receive the written notice required under the ESA must be given termination pay in lieu of notice. --------------------------------------------------------------------------------------------------------------------------- - Termination pay is a lump sum payment equal to the regular wages for a regular work week that an employee would otherwise have been entitled to during the written notice period. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Termination =========== - The ESA does not require an employer to give an employee a reason why his or her employment is being terminated. ---------------------------------------------------------------------------------------------------------------- - There are, however, some situations where an employer cannot terminate an employee\'s employment even if the employer is prepared to give proper written notice or termination pay ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Constructive Dismissal ====================== - Occurs when an employee resigns as a result of the employer creating a hostile work environment. ------------------------------------------------------------------------------------------------ - Since the resignation was not truly voluntary, it is in effect a termination. ----------------------------------------------------------------------------- Ending the Employment Relationship ================================== - In all of situations of ending the employment relationship, a key consideration is to make sure that the end of the employment relationship is not linked to, based on or tainted by discrimination. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - This consideration applies even if employees are dismissed during a probationary period or are not retained at the end of a probationary period. ------------------------------------------------------------------------------------------------------------------------------------------------ Record of Employment (ROE) ========================== - A Record of Employment (ROE) provides information on employment history. ------------------------------------------------------------------------ - It is the single most important document used by employees in establishing a claim for Employment Insurance (EI) benefits. -------------------------------------------------------------------------------------------------------------------------- - Service Canada uses the information on the ROE to determine whether a person is eligible to receive EI benefits, what the benefit amount will be, and for how long the benefits will be paid. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Resources ========= - [http://www.rdhmag.com/articles/print/volume-25/issue-4/feature/brushing-up-for-your-interview.html] ---------------------------------------------------------------------------------------------------------------- - [http://www.dentalangle.com/10.01/JulieHWeir.html] -------------------------------------------------------------- - [http://www.labour.gov.on.ca/english/es/pubs/guide/termination.php] ------------------------------------------------------------------------------- - [http://canadabusiness.ca/eng/blog/entry/3560/] -----------------------------------------------------------